Creating & assigning tickets

Most tickets arrive by email or the portal, but you will often need to raise one yourself — for a phone call or a walk-up request.

Create a ticket

1. In the workspace, click the + button (tooltip New ticket) or press c.
2. Fill in the Subject.
3. Choose the Requester from the contact picker. New to the system? Add the contact from the CRM first.
4. Pick a Priority — urgent, high, normal or low.
5. Write the first message and create the ticket.

The moment it is created, flyhelpdesk runs the full pipeline: AI triage reads the ticket, the SLA clock is stamped based on priority, and any matching automations fire.

Assign it

• Grab it yourself with Assign to me (or press a).
• Hand it to a teammate with the assignee picker in the reading-pane header. The new owner gets an in-app alert, and the hand-off is written to the timeline.

Who can create and act

Owners, admins and agents can create and work tickets. Viewers are read-only — they can browse but not change anything.

Tips

• Set the right priority up front — it drives the SLA target and can trigger routing automations.
• Leave a customer out of an internal decision by using the Note tab instead of a public reply.
• Unassigned, unrouted tickets stay visible to everyone, so nothing slips through while you decide who should own it.